**Stone:** We are much more than just a payment terminal company! Stone is a technology and financial services company focused on the customer. We were born with the purpose of being protagonists in transforming the payments industry, serving Brazilian entrepreneurs and turning their dreams into results. We are the largest independent payments company in Brazil, with over fifteen thousand people spread across the five regions of the country, in a scenario full of challenges and opportunities. We value teamwork, flexibility, continuous development, and disruptive, relentless thinking in the pursuit of solutions for our REASON. **Our Culture:** Here, we live our culture every day, guided by these 5 pillars: Own It: Having an ownership mindset gives you freedom. We value autonomy and proactivity; we are responsible for what we deliver and always want to evolve our business. Live the Ride: Just do it. Done is better than perfect. We learn from mistakes and face challenges as learning opportunities. No Bullshit: Act simply. We are practical, sincere people who appreciate feedback. We know we will sometimes make mistakes and count on this transparency to grow. Team Play: If you want to go fast, go alone. If you want to go far, work in a team. It's always possible to learn from others, and collaboration is the key to success. The Reason: The customer doesn't have a point—we exist because of them. We want to create impact for our customer; when we see the improvement we've made in their lives, that's when we know we've delivered well. **The Customer Relationship Team:** To achieve our mission of supporting the journey of entrepreneurial individuals, our team is committed to resolving customer demands, ensuring effective solutions and excellent service. For us, the customer is the reason for our business, and therefore we have a crucial commitment: to provide welcoming, fast, and effective service so that our users can spend more time focusing on their businesses. **What it’s like to be an Operations Leader – Customer Relationship:** If you are passionate about people, possess leadership skills, and enjoy a dynamic and innovative environment, this opportunity is for you. We are an ecosystem of technology companies relentlessly pursuing the best solutions to fully support our reason: the Brazilian entrepreneur. We have an opportunity for an Operations Leader at Stone Pagamentos. Our team is number one in customer service nationwide, offering 24/7 support through phone, chat, email, and WhatsApp channels with guaranteed speed and efficiency. You will carry a very clear purpose: helping entrepreneurs build successful businesses, as we spare no effort in making the industry fairer and more equal for business owners, our greatest reason. Your responsibilities will include: * Building and leading a team, developing leaders and analysts within the Customer Relationship area; * Conducting recruitment, training, and continuous team development; * Ensuring team strategic alignment with customer objectives; * Establishing strong relationships with various departments and stakeholders, conducting complex conversations to create and implement strategies that improve customer experience; * Analyzing operational data and metrics to identify problems and trends; * Coordinating large-scale projects from conception to execution, ensuring solutions align with company goals; * Overseeing execution, managing resources and operations, monitoring KPIs, understanding roles and responsibilities across departments, having deep product knowledge, and ultimately ensuring we deliver on our commitments; * Continuously reviewing and optimizing processes to ensure operational efficiency and a consistent, high-quality customer experience. **What we expect from you:** * Completed Bachelor's degree; * Intermediate-level proficiency in Microsoft Office; * Prior experience in Customer Relationship; * Experience in People Management and Leadership; * Strong analytical ability, data proficiency, familiarity with innovation and technology environments; * Experience with CRM tools; * Effective communication adapted to diverse audiences; * Decision-making skills; **Work Schedule:** * CLT: 8 working hours daily + 1-hour break | Shift pattern: 5x2 (distributed between Monday and Sunday) **Work Model/Location:** * Hybrid | Rio de Janeiro/RJ **At Stone Co., we value diversity and inclusion and seek the best talent to help us improve the lives of Brazilian entrepreneurs. Therefore, regardless of your race, gender, ethnicity, religion, age, disability status, or LGBTQI+ identity—our dream is as big as the universe, and if you resonate with our purpose, come build it with us!** **Our Benefits** Health and Dental Insurance Green Virtual Hospital available 24 hours a day, 7 days a week, quickly and conveniently Meal Voucher and/or Food Voucher – Sodexo Gympass Childcare Allowance – for children up to 5 years and 11 months Life Insurance Transportation Voucher (exclusive for in-person roles) SESC Membership Fixed Salary + PLR *(when requirements are met)* Variable Compensation (exclusive for insurance team roles, based on performance) Remote Assistance + Initial Setup (exclusive for remote roles) ✏ Education Benefit – Internal platform providing access to numerous books, podcasts, trainings, and video lessons aimed at self-development (Studa and StoneCo Library) **Selection Process Steps** ✍Application: This is where your journey with us begins—by registering and completing some assessments. Don’t worry, our team will review your profile information and contact you soon. Good luck! Personal Presentation: This is our chance to get to know you! You’ll complete a questionnaire and submit a video presenting your background, motivations, and aspirations (exclusive to the Customer Relationship team selection process). People Team Interviews: You'll have an initial conversation with our recruitment team to learn about our culture, structure, and the challenge being proposed. Leadership Interview: In this stage, we’ll dive deeper into your hard skills to evaluate specific abilities and competencies for the role. For some positions, a technical case may also be applied. ✅Culture Check: Our culture is very important and present in our everyday life! Here, you’ll talk with one of our cultural guardians to get to know us and ensure our beliefs, way of thinking, and vision for the future align with your own values and aspirations. Feedback: One of our strengths is honesty. Therefore, regardless of the outcome, we will share it with you and align next steps. **So, what do you think? Interested? Then don’t hesitate to apply and \#JoinStone** At Stone Co., we value and seek the best people to help us improve the lives of Brazilian entrepreneurs. Our dream is as big as the universe, and if you identify with our purpose, come build it with us! If you'd like to know more: * Watch how we started and learn about our purpose on YouTube. * Explore numerous articles, courses, and videos for your development on our Blog. * Stay updated on all news by following us on Twitter. * Review our Code of Ethics guidelines here. * ***In addition to affirmative action roles, all Stone positions are also open to people with disabilities.***